Tax Day
Posted by Jason Oesterling on April 16, 2008
For the record, we had our taxes done a long time ago. However, due to employer error [delete sarcastic comment about poor business practices of non-profit Christian ministry organizations], I found myself heading to the post office at the airport last night around 8.30 pm.
It was interesting to observe how the USPS handled the late-night crowds. Clearly they had planned ahead. Most of the employees were helpful and in a good mood. But the lesson for the night was this:
great planning + poor communication = great frustration
in line for 25 minutes to get near the post office
helpful police officer directing me into parking lot. But it was the wrong parking lot (this was for people who just wanted to drop off their taxes, but didn’t need stamps. I needed stamps. Oh, and from this post office parking lot, you can’t get into the post office!).
friendly postal worker taking tax envelopes (but only if they’re already stamped. Since the helpful police officer directed me into this line, without communicating any alternatives, I had to wait here for another chance to find my way to where I needed to go.)
the correct parking lot, finally. Here you wait until someone finishes their business in the post office and vacates a parking space. Again, a helpful police officer directing traffic (he communicated well himself, though there was no signage.)
the line inside the post office. I opted for the self-pay machine line, which turned out to be the correct choice (slightly faster).
the obligatory news channel cameraman filming the madness. Many people still waiting to get into the post office complex, as I was leaving around 10 pm.
All in all, not as bad as it could be. The USPS could help themselves out with some better signage and directions – traffic would have been lighter, lines would have moved faster, and people would have been happier.
Great systems need great communication to achieve great results!
